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Only 6% of Contact Centre Agents can Hang Up Immediately on Angry Customers

Published On: 23rd Mar 2016 10:08

According to our poll, only the minority of contact centres allow agents to hang up on angry customers almost immediately.

Poll – Do you allow your agents to hang up on angry customers? – answers

Yes, but they have to try to reason with the customer first – 34%
No, angry customers are passed through to a supervisor – 38%
No, they have to wait for the customer to hang up – 22%
Yes, almost immediately if the customer is being unreasonable – 6%

Source: Call Centre Helper Website Poll – Sample size – 729 Date: Oct 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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Only 6% of Contact Centre Agents can Hang Up Immediately on Angry Customers

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